Location:
Taguig, National Capital Region
Contract Type:
Full Time
Experience Required:
3 to 4 years
Education Level:
Bachelor’s Degree
Job Description
Spanish Team Leader (CSR/Financial) – BGC Taguig
Are you ready to make an impact? Join as a SPANISH SPEAKING TEAM LEADER and jumpstart your career!
Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually
Summary/Description:
Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
Key Qualifications:
Amenable to work in shifting schedules.
Amenable to work ONSITE (BGC Taguig).
Able to start ASAP
General Knowledge & Skills:
Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications in both English and Spanish.
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Education and other requirements:
Minimum experience of 4 years with customer service in the BPO/BPM industry
Bachelors degree in any course
Minimum B2 Level Spanish Proficiency based on CEFR or Berlitz
A minimum of 3 years in the role of a Team Leader – MUST HAVE HANDLED A TEAM OF SPANISH SPEAKING AGENTS DOING VOICE CALLS.
Willingness to work in rotational shifts
Job Responsibilities:
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Are you ready to make an impact? Join as a SPANISH SPEAKING TEAM LEADER and jumpstart your career!
Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually
Summary/Description:
Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
Key Qualifications:
Amenable to work in shifting schedules.
Amenable to work ONSITE (BGC Taguig).
Able to start ASAP
General Knowledge & Skills:
Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications in both English and Spanish.
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Education and other requirements:
Minimum experience of 4 years with customer service in the BPO/BPM industry
Bachelors degree in any course
Minimum B2 Level Spanish Proficiency based on CEFR or Berlitz
A minimum of 3 years in the role of a Team Leader – MUST HAVE HANDLED A TEAM OF SPANISH SPEAKING AGENTS DOING VOICE CALLS.
Willingness to work in rotational shifts
Job Responsibilities:
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Number of vacancies:
1
Company Description
We DO NOT charge an applicant.
Founded by experts with more than 70 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs.
Composed of highly skilled team members who have worked with organizations ranging from small-to-medium entities to large-scale enterprises (including Fortune 500 companies), TASQ is fully capable of meeting staffing demands at all levels and across different industries.
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